A Lesson in Customer Service

Today, I had three different experiences in customer service.  One showed me how not to act, ever.  The other two gave me hope that the companies I do business with employ people who truly care about making the customer’s experience right.

Example #1: I ordered a mayonaise-like product from a company online, after being unable to find an egg-free mayonaise (or veganaise) in the local grocery.  I found this delightful looking spread called “lemonaise” that popped up multiple times when I searched for “egg-free mayonaise.”  It cost more than $10.00.  But, I reasoned with myself, if I was the main person eating it, it would last a while — and it would be much easier to work with than the homemade spread I have made before.

The package arrived.  With a sticker proclaiming it was made with “cage-free” eggs.

I checked in to returning the item, but found that a grocery item could not be returned.  I then emailed customer service. They responded within three hours, apologizing for any confusion and crediting my account the $11 and change that the item cost with tax.

This is a great example in customer service.  Prompt response, folllowed by the company executing a suitable remedy in a swift and efficient manner.

Example #2:  I am in the process of test-driving a law practice management web-based software.  A representative of the company contacted me by email late yesterday to find out if I had any questions about the product.  I responded that I liked the product, but was confused about one of the programs that was supposed to integrate with the original software.  Unfortunately, I transposed the name of the company.

The representative emailed back about 12 hours later to confirm whether I meant the company they partner with or another company.  While they were not nearly as prompt as the other company, they responded within 24 hours and they answered the question I asked.

Example #3: I signed up for a free trial of another web program aimed at attorneys (not a practice software).  In their material online they tout a “special program” for attorneys if you fill out the contact form.  I did so.  According to the online information they were supposed to contact me within 1 business day.  They didn’t.

A week later I sent an email, generally asking about (1) what exactly is included in the program and (2) how much does it cost?

The response I received started out with “Dear Rebecca” and then proceeded to describe the consumer program which is well explained on their website.

The consumer product involves a $39 per month fee.  I’m not sure I want to give $39 a month — or any other amount — to a company that can’t get my name right, and can’t answer a question that is asked.

Here’s the lesson:  It doesn’t seem like a complicated one, honestly:  treat your customers and clients as you would wish to be treated.  Spell their names correctly, and respond in a prompt manner.  Suggest a resolution to the problem.  These simple things can go a long way towards creating solid good will for your company.

In the end, my hard earned dollar will continue going to company #1 and will probably soon be going to company #2.  But as for company #3, they now have a heavy burden to show me the true value of their company, and even then, I’m not sure I want to give them my money.

(c) KJD Legal